Logging off causes blank screen - known issue

[Buz2b]

Had a friend call me about this problem. She can Switch Users with no problem but after doing so, if she attempts to Log Off one user, the screen goes blank and the system stops responding. I googled this and found that there is a recognized problem with XP and this issue and that there is some sort of hot fix available; if you can find it. The MS article on this located here. So, I followed the link but couldn't find any info on getting the hot fix, unless of she wanted to pay for support from MS.
If anyone has this "fix" and/or can point me in the right direction to find it myself, please let me know. It would be greatly appreciated. In the meantime, I told her......DON'T LOG OFF! 😛

 

[mechBgon]

Using ZoneAlarm or ZoneAlarm Pro, by any chance?

 

[Buz2b]

Originally posted by: mechBgon
Using ZoneAlarm or ZoneAlarm Pro, by any chance?

Zone alarm.

EDIT: I just got the "hotfix" from MS via email. Now you have me curious though Mechbgon. Is there a relationship between ZA and this problem? Nothing was mentioned in the MS KB article. LMK. I was going to give her the hotfix next week.

 

[mechBgon]

Have her try uninstalling ZoneAlarm and reverting to Windows Firewall as a fact-finding step. My mom's system was doing similar stuff with ZA Pro, and this was the solution for hers.

 

[Buz2b]

Originally posted by: mechBgon
Have her try uninstalling ZoneAlarm and reverting to Windows Firewall as a fact-finding step. My mom's system was doing similar stuff with ZA Pro, and this was the solution for hers.

Playing post-tag! Ok, I'll try that before installing the hotfix. Thanks for the info. BTW, is your mom still using just the windows firewall or did you have her get something else.

 

[mechBgon]

Originally posted by: Buz2b

Originally posted by: mechBgon
Have her try uninstalling ZoneAlarm and reverting to Windows Firewall as a fact-finding step. My mom's system was doing similar stuff with ZA Pro, and this was the solution for hers.

Playing post-tag! Ok, I'll try that before installing the hotfix. Thanks for the info. BTW, is your mom still using just the windows firewall or did you have her get something else.

I ended up just using Windows Firewall from then onwards. They have dial-up or else I could run a router. Everyone on that computer is a Limited user except me, so they're on a pretty short leash as to what kind of trouble they can get into 😀 I take it your friend is on dial-up as well?

 

[Buz2b]

No, she's on cable. That's why I'm worried about her using just the Windows Firewall. She's got a Dell system. I visited her a few weeks ago to do some system cleanup and spyware removal. I believe I installed Zone Alarm (free version) at that time. I can't tell from my notes but I just sent her an email to be sure. I'm pretty sure I did though.
Once she confirms that I'll go over and uninstall it next week, then test to see if the problem goes away. If not I'll install the hotfix and see what happens. Still strange that MS, with all it's "it's not our fault" strategy wouldn't have mentioned this. Figures though. Half the time they can't find their behinds with both hands.
Thanks again for the info.

 

[mechBgon]

Spyware, huh? Sounds like a case for a locked-down router, a good antivirus program with all options enabled, and a bunch of Limited-class user accounts :evil: It can be a pain to set that up for a system with a bunch of accounts, I know...

 

[Buz2b]

Originally posted by: mechBgon
Spyware, huh? Sounds like a case for a locked-down router, a good antivirus program with all options enabled, and a bunch of Limited-class user accounts :evil: It can be a pain to set that up for a system with a bunch of accounts, I know...

I'm thinking that I'm going to have to put her on limited accounts, if she'll go for it. I spoke to her about it when I was there before. She was hesitant as she has a teenage son that likes to install, play, download and generally wreak havoc. 😀 The thought of having to get involved with that is a bit daunting for her to say the least. However, installing and running Spybot and Adaware found over 658 "problems" when I was there last. That's a ton! She's running McAfee AV right now and still has some time to go before her "subscription" runs out. I talked to her about using AVG when it does.
I just got an email from her confirming that she is running the free version of Zone Alarm so I'll check into that. It looks like I won't be able to get there until Wednesday though because of hers and my previous commitments. I'll try and update this after I check into things further. Thanks for the assist.

 

[Buz2b]

Well, I went to her place and did a quick test. I uninstalled Zone Alarm and went through the "Switch User" then "Log Off" and it still went blank but after a few repetitions. So, I applied the hot fix from MS and tried again. No joy. After a few Log Off's, it still stopped responding. So, I reinstalled ZA and then tried reapplying the hot fix. Still no go. I'm not sure what's going on right now. I created a couple of new user accounts on my laptop and tried the same experiments and it worked flawlessly; no problems at all and I use ZA.
I hit her up about the limited user accounts and that didn't go over too well. She's all about wanting the teenager to learn self discipline. I explained the benefits and security enhancements in doing so but she just said she'd think about it.
So, I'm right back where I started with her. I told her I'd get back to MS and see what they say but I have a feeling they'll pass her off to Dell for any further support. I didn't stay long enough but I have a feeling there could be a pattern to her problem; something to do with what is open, who is actually logged on, etc, etc.